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Job Title:    ICT Service Analyst

Organization:  Makerere
University Walter Reed Project (MUWRP)

Duty Station:   Nakasero
with possibility of Transfer to Mukono/Kayunga, Uganda

Reports to: HelpDesk Coordinator

 

About US:

Makerere University
Walter Reed Project (MUWRP) is a non-profit biomedical research Organization,
whose mission is to mitigate disease threats through quality research, health
care and disease surveillance. MUWRP was established in 2002 by a Memorandum of
Agreement between The Henry M. Jackson Foundation for the Advancement of
Military Medicine, lnc. (HJF) and Makerere University (Mak) to undertake
medical research to test HIV vaccines. Over the years, MUWRP’s portfolio has
progressively expanded to include vaccine research for Ebola and Marburg
viruses, surveillance of influenza and influenza- like viruses and other
emerging infections in humans and animals; also epidemiological, basic and
implementation research in HIV treatment, care and prevention programs in the
Districts of Kayunga, Mukono, Buvuma and Buikwe.

 

Job Summary:  The candidates will serve as ICT Service
Analysts for Makerere University Walter Reed Project and will provide first and
second line technical support to internal staff and oversight of outsourced ICT
services.

 

Key Duties and Responsibilities:  

·       
Act as a
single point of contact for phone calls and emails from staff regarding ICT
issues and queries.

·       
Receiving,
logging, and managing calls from internal staff communication.

·       
Oversee
maintenance of asset tracking and inventory management.

·       
Oversee
installation, maintenance of, and support of Computer software, hardware and
peripherals as standard operating procedures.

·       
Analyse
and troubleshoot basic issues on cable and wireless networks.

·       
Escalate
unresolved calls to the infrastructure or application support team.

·       
Maintain
highest degree customer service for all support queries adhering to all service
management principles.

·       
Provide
in-house training to end users in MS Office, teleconferencing, presentations,
and any other applications.

·       
Provide
stats for the weekly Service desk report on call trends.

·       
Publishing
support documentation to assist staff with requests for information and provide
training if required.

·       
Maintain
reliable daily records of data communication transactions, problems, remedial
action taken, and installation activities in the onsite system.

·       
Attend
seminars and reads industry related publications to remain abreast of advances
in technology and aid in the ICT Department’s technology planning effort.

·       
Manage
multiple high priority initiatives in a fast paced highly technical
environment.

·       
Remains
on-call during off-peak hours to respond to support service issues.

·       
First
and second line support to analyse and troubleshoot ICT software and hardware
problems.

·       
Oversight
of outsourced ICT services

·       
Responsible
for identity and access management through active directory.

·       
Maintain
an average response time of 1 hour and average resolution time of 4 hours for
all support tickets.

·       
Provide
statistics on call trends for the weekly service report.

·       
Prepare
regular monthly reports for the ICT Manager or designee showing functioning of
systems, status of program development and departmental needs.

·       
Perform
other duties and responsibilities as assigned by the ICT Manager or designee.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate must hold a Bachelor’s degree with a strong IT element in
Service Desk Support or ITSM.

·       
Industry
recognized professional ICT qualification in ITIL, Microsoft Systems
Administration; Customer Service and Delivery.

·       
Two
years of technical support or Call Centre experience in multi-site Not for
profit/ research organizations

·       
Demonstrate
decision making skills concerning Information Systems and Policies, Processes
and procedures with a proven track record of completing tasks and or/ projects
within budget and on schedule.

·       
Strong
work ethic and the ability to work extended hours when required

·       
May be
required to be available for appropriate duties such as reviewing cases,
attending meetings or training sessions outside normal working hours or during
weekends

·       
Candidate
will be a self-motivated achiever who gains satisfaction from providing
excellent customer service.

·       
Must
have the ability to travel throughout Uganda.

 

How to Apply:

All qualified and
interested candidates should apply online at the link below and Choosing the
desired position.

 

Click Here

 

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